Troubleshooting
Sign-in, pages that will not load, and XO answers that miss. Start here.
You cannot sign in
You have forgotten your password. Use the Forgot Password link on the sign-in page. Resetting your password walks through each step, including what to do if the email does not arrive.
Your account has expired. An invitation to the platform expires after 14 days. Ask your organization's admin to extend it. Activating an expired account shows them where to do that. You will then receive a new link from no-reply@wethos.ai.
You can sign in, but a feature is missing. Ask your admin to check that a license has been assigned to you. What you can use depends on your license.
A page or view will not load
Try these steps in order. Most loading problems clear up at the first or second step.
- Refresh the page.
- Clear your browser's cache, then sign in again.
- Update your browser to the current version.
- Turn off browser extensions, especially ad blockers and script blockers, and reload the page.
- Try a different browser, to rule out a setting on your computer.
- Check your internet connection, then restart your device if the problem continues.
If the view still will not load, contact support and tell them the name of the page and what you clicked.
Someone is missing from a group
- Check that they have been added to the group. A group admin can see this under Members.
- Check that they belong to your organization and have a license.
- A person's profile appears in the group once they have finished setting it up. If they are still setting it up, they will appear when they are done.
XO is not giving useful answers
XO is the AI assistant inside WethosAI.
The answer is too general. Give XO more detail: the decision you are making, who is involved, and what a good outcome would look like. XO answers the question it is given.
The answer is wrong. XO can make mistakes. Check anything that matters against another source and your own judgment.
XO has lost the thread of the conversation. Start a new conversation with the ＋ button. Each conversation is separate, so a new one clears whatever went wrong.
XO does not seem to know about a document or a group. Ask your question from inside the group or Brainstorm that the document belongs to. XO only sees the context of the conversation it is in.
None of that helped. Sign out, refresh the page, and sign back in. If the problem continues, send a support ticket and include the question you asked.
Contact support
- Email support@wethos.ai
- Or use the support form: click your profile picture, then Support